Contact Center Agent I

First Farmers Bank

United States, Tennessee, Columbia

Oct 06, 2025

Date: October 6, 2025

Job Location: First Farmers and Merchants Bank, 201 West 8th Street Columbia, TN 38401

Education Level: High School Degree

Job Type: Part Time

VEVRAA Federal Contractor

Request Priority Referral of Protected Veterans

EOE Protected Veterans/Disabled

Robert C. Matthews, email: bob.matthews@myfirstfarmers.com

Role:

To assist customers and potential customers with their telephone requests, including Internet Banking issues; to explain services, respond to problems, and direct telephone calls to the appropriate area.

Essential Functions & Responsibilities:

65%

Assists customers with telephone calls, chat, and texts in order to answer questions about products and services; resolves problems within their authority; refers problems that are beyond their authority to the next level supervisor with their recommendations.

10%

Identifies cross-sell opportunities and sells appropriate services to customers.

Makes transactions, changes, or corrections as needed to resolve customer issues.

Handles Internet Banking inquiries and maintenance, including resetting passwords and resolving billpay issues.

Assists other departments as required.

Ensures that appropriate records are maintained and required reports are prepared.

Performs other job related duties as assigned.

Performance Measurements:

1.	To comply with the letter and with the spirit of the bank's Code of Business Conduct and Ethics.

2.	To maintain the confidentiality of customer and any other sensitive information.

3.	To be flexible in work hours that may range from 8:00 a.m. until 7:00 p.m. weekdays and 8:00 a.m. until 6:00 p.m. on Saturdays and Sundays from 10:00 a.m. until 6:00 p.m.

4.	To be punctual and have regular attendance.

5.	To provide accurate, courteous, prompt, and professional telephone service to all customers and potential customers with the goal of resolving issues at the first point of contact.

6.	To respond to correspondence within two days.

7.	To direct out-of-scope telephone calls to the appropriate team or individual with minimum transfers.

8.	To process customer transactions with no errors.

9.	To maintain a professional appearance and atmosphere for the department.

10.	To successfully recommend a new product or service to customers.

11.	To complete required training and undertake additional training as needed to increase job knowledge and maximize productivity.

12.	To develop and maintain a positive and productive working relationship with department/branch staff.

13.	To acquire and maintain a working knowledge of regulations and bank procedures; to comply with the provisions of the Bank Secrecy Act and other laws and regulations.

14.	To maintain an excellent attendance record.

Knowledge and Skills:

Experience

One month to twelve months of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

Good listening skills and good computer skills.
Proficiency in typing.
Pleasant speaking voice on the telephone.
Ability to prioritize work tasks appropriately.

Physical Requirements

The person in this position needs to frequently move about inside the office to interact with associates or clients and access office machinery and file cabinets. The person in the position constantly operates a computer and other office productivity machinery, such as a calculator, photocopier, and printer. The person in this position constantly communicates with customers who have inquiries. Must be able to exchange accurate information in these situations.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as calculators, computers, phones, photocopier, filing cabinets and fax machines.